Telecommunicators

Telecommunicator is a person who relays information between the public and emergency services using telephone, radio, and other electronic systems. In many countries they work in public safety answering points, commonly known as PSAPs, handling calls for police, fire, and medical responders. Some telecommunicators also process non-emergency inquiries and operate in transportation or utility control rooms.

The core duties include receiving calls, quickly assessing the incident, obtaining critical information such as location, nature of the emergency, number of people involved, and hazards; decide on appropriate response; provide pre-arrival instructions (for example, CPR guidance); dispatch and coordinate responders via radio; monitor ongoing incidents, relay updates, and maintain detailed incident logs.

Qualifications vary by country and jurisdiction but generally require a high school diploma or equivalent. Candidates complete formal training, which may include emergency medical dispatch certification, public safety telecommunication curricula, and on-the-job mentoring. Proficiency with computer-aided dispatch systems, mapping software, radio consoles, and call recording is essential; ongoing continuing education is common.

Shifts are often 24/7; work is high-stress, fast-paced, and involves exposure to traumatic situations, demanding multitasking and potentially irate callers; telecommunicators must manage fatigue and maintain composure while making rapid, accurate decisions.

In many places telecommunicators adhere to standardized protocols and privacy requirements; some agencies follow national standards or certifications from organizations such as APCO. They may also play a role in data collection and analysis to improve response times and public safety outcomes.